Use > Service Manager Collaboration > End User Chat > Service Desk agent tasks > Create an additional Interaction from chat

Create an additional Interaction from chat

Besides the new Service Desk chat record that is automatically created when an end user starts a chat, Service Manager also opens a new associated Interaction record when a Service Desk agent accepts a chat request. Depending on the chat outcome, you can create an additional Interaction from the chat so that the Service Desk chat ticket can be related to multiple Interactions.

To create an additional Interaction from chat, click More > Create Interaction from the conversation window. Service Manager automatically creates a new Interaction record with some prefilled information, including Contact, Location, Title, Description, and so on. You can update the rest of this Interaction record at any time during the conversation.

Tip You can configure which fields can be mapped from a Service Desk chat request record to an Interaction record by updating the screlate.sdchat.incidents.bg link in Service Manager.